[Hiring] Client Care Representative, Group Insurance - Bilingual (English/French) @Equitable

Role Description

At Equitable, we believe great things happen when we work together. We’re a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you’re passionate about making a difference and growing your career in an inclusive and collaborative environment, we’d love to hear from you.

Our Client Care Representatives are subject matter experts in all aspects of our Health and Dental products and can quickly answer questions and resolve different problems for our customers.

We provide you with extensive training to ensure that you are equipped with the knowledge to assist and educate our clients with their varying needs, without having to sell them on a solution – that’s right, none of that dreaded upselling!

Here at Equitable, we ensure that some of your time is spent away from the phones. This time allows for side projects and other initiatives that can bring tremendous growth to our organization.

Join one of the region’s top employers and be part of something that truly makes a difference.

Work Arrangements

• You will work from your home office 100% of the time.
• You may be required to be in-person at our office in Waterloo, ON or another assigned location within the Waterloo Region, on an as needed basis.
• Sales related roles may be required to travel based on the assignment.

Reports To

• Manager, Group Client Care Centre

Department

• Group Client Care Centre

Term

• Permanent Full-Time

Schedule

• Monday to Friday, 11:00 AM to 7:00 PM ET

Start Date

• January 4, 2027 (please note: a six-week training program will be required upon completion of our Equitable Orientation program)

Location

• British Columbia

What you’ll do

• Provide excellent customer service to internal and external customers (our plan members, medical providers, and our regional sales and service offices).
• Take ownership for effectively resolving health and dental related inquiries using a thorough knowledge of group benefits.
• Demonstrate expertise and accountability while handling incoming telephone calls and responding to email inquiries.
• Use investigative skills to work with the Fraud Investigations team by referring suspicious claims and alerting the department to any potential fraud-related findings.

What you’ll bring

• Fluency in both French and English is required, including the ability to speak, read, and write proficiently in both languages.
• Previous experience in a phone-based customer service role is required.
• Previous experience in an insurance company, group benefits role, or a related medical field is preferred.
• Superior interpersonal skills to manage relationships with internal and external clients.
• Excellent listening skills to facilitate positive outcomes with inquiries and difficult callers.
• Ability to handle high stress levels in a fast-paced production environment.
• Excellent verbal and written communication skills.

What’s in it for you

• Career Growth: Regular learning sessions and development opportunities.
• Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pension matching.
• Time Away: Competitive vacation plus one paid volunteer day each year.
• Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approach.

Company Description

We’re committed to fair pay and an inclusive, accessible hiring experience. If you need accommodations or alternative formats at any stage, just reach out to us at [email protected]. We’re happy to help.

If you’re selected to move forward, our Talent Acquisition team will walk you through all the details of our total rewards program, so you know exactly what’s included. This position is open and we are excited to find the right person to join our team. Your base pay will be based on your skills, qualifications, experience and education.

At Equitable, your resume will be reviewed by real people and all hiring decisions are made by our recruiters and hiring managers. AI tools may be used to support administrative and productivity tasks throughout the recruitment process, but we believe that evaluating experience, skills, and talent potential requires meaningful human interaction.

As part of our commitment to maintaining a secure and trusted workplace, candidates selected to move forward in the recruitment process will be required to complete a background screening in accordance with company policy.